The RTA team is on the front line protecting service level agreements and customer experience. The team ensures occupancy is balanced across our many lines of business and organizations and works with cross‑functional partners to manage and mitigate outage impacts. They operate in a highly collaborative environment to meet the demands of an ever‑changing and scaling organization. About the Role The Real Time Analyst will become a subject matter expert on workforce planning and intraday operation fundamentals, including real‑time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a global customer support operation. The analyst may also provide insights and recommendations for process improvements based on trends, ad‑hoc reporting, and tasks assigned by the Workforce Manager or Vendor Operations. This role works with support leaders to ensure service levels are reached throughout the day. The ideal candidate is a self‑starter with strong analytical and communicative skills. This role will support our Customer Experience Center in Mexico City. The RTA team operates in a hybrid capacity; in‑office days are determined by business needs. Connect with the recruiter to determine the in‑office requirement for this role. Responsibilities Monitor/adjust queues, agent utilization, and same‑day staffing to ensure service levels and staffing needs are met. Interact with vendor leaders on staffing, call trends, and general troubleshooting across mult‑site contact centers. Serve as the primary point of contact for the internal support team on intraday requests. Report out on staffing, contact, and service level drivers, and historical data. Assist with call center tool provisioning and near‑term offline planning. Qualifications Strong observational skills and a curiosity for details. Results‑oriented and continuously evaluate whether activities achieve measurable impact. Comfortable in a fast‑paced, constantly changing team‑oriented environment. Excellent communicator, comfortable speaking to internal and external partners at all levels. 1‑2 years experience in real‑time/workforce management. Expert level experience with a workforce management optimization tool (e.g., Verint, Assembled, Aspect, Nice IEX). Demonstrated knowledge of key call center performance metrics such as service level, AHT, and adherence. 2+ years of experience in contact centers, including at least 1 year as a real‑time analyst or in planning/reporting. Experience with outsourced call centers (preferred). Strong analytical mindset and ability to multitask. Fluent with Google Suite. Reporting experience, including advanced skills in Microsoft Excel and Google Sheets. Experience with Salesforce and Amazon Connect preferred but not required. About DoorDash At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and iterate to make impactful decisions that display empathy for our range of users—from Dasher partners to merchant partners to consumers. We are a technology and logistics company that has evolved from door‑to‑door delivery to an end‑to‑end marketplace for goods and services. Our Commitment to Diversity and Inclusion We’re committed to building an inclusive community within our company and across the industry. That’s why we hire and cultivate diverse teams from all backgrounds, experiences, and perspectives. We believe true innovation occurs when everyone has room at the table and the resources to excel. If you need any accommodations, please inform your recruiting contact upon initial connection. #J-18808-Ljbffr